InterSystems US partner CTQ Solutions has installed its EdgeSurvey application, based on CACH'E, at Foundation Surgery Affiliates (FSA), a leading healthcare management group, enabling the company to double patient survey response rates from 25% to 50%.
As a provider of database technology, InterSystems develops and markets the CACH'E post-relational database. All of the top 10 hospitals in America, as rated by US News and World Report, are running CACH'E-based systems.
CTQ Solutions targets the ambulatory surgery industry with the EdgeSurvey solution for creating, distributing, managing and analysing Web surveys.
"FSA specialises in the development and management of ambulatory surgery centres, diagnostic imaging centres, surgical hospitals and healthplexes," says InterSystems SA country manager Henry Adams. "FSA is focused on continually measuring, evaluating and improving overall performance throughout its facilities."
Marilyn Christian, FSA VP of risk management and corporate compliance, says: "We were intrigued with the possibility of using Web-based technology to improve on the traditional paper-based survey process, which typically results in poor patient response rates and a lack of consistent benchmarking. Surveys are critical to obtaining the patient feedback needed to improve quality. Patient perception from their surgical encounter to their final recovery phase is very important to the care they receive. Feedback from the surveys identifies those areas where we can improve our patient care delivery."
Surveys are distributed nightly, with CTQ handling the entire process. CTQ provides a monthly performance analysis report to FSA. This report contains a complete summary of all returned results, benchmarking comparisons with other facilities, trends analysis, and patient comments and suggestions grouped by service area.
"The fact that CTQ presents the survey results to FSA already processed and analysed means that clinical and administrative staff are freed up to focus more on patient care and customer service," InterSystems` Adams says. "CACH'E object technology and the rapid application development (RAD) environment was key to this project`s success. Once FSA had identified needs specific to its environment, the RAD facilities available in CACH'E allowed CTQ to respond faster."
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